Refund policy

Thank you for shopping at The Infinite Pets Store. We are committed to providing you with a seamless shopping experience. If you are not completely satisfied with your purchase, we are here to help.

1. General Return Conditions

To initiate a return or exchange, please contact our support team at Support@theinfinitepets.com with the following details:

  • Your order number

  • Full name used for the order

  • Clear photos and/or videos showing the issue (if applicable)

2. 30-Day Return Window (Change of Mind)

You have 30 calendar days from the date your package is delivered to request a return if you change your mind.

Return Criteria:

  • Items must be unused, unworn, in their original condition, and in their original packaging with all tags attached.

  • Final sale items or gift cards are non-refundable.

  • To make your experience hassle-free, we offer 100% store credit or a direct exchange so you can find something you love

  • If you prefer a refund to your original payment method, simply contact our team to receive instructions for returning the item to our Canadian processing center.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you received the wrong product, please notify us within 7 days of delivery.

How to resolve:

  1. Send an email to Support@theinfinitepets.com with your order number and clear photos/videos of the damaged item and the shipping label on the package.

  2. Our team will review the claim within 2 business days.

  3. Once approved, you can choose between:

    • A free replacement sent to you at no additional cost.

    • A full refund to your original payment method.

Note: In cases of confirmed defect or damage, you do not need to ship the item back, speeding up your resolution process.

4. Lost Packages & Incorrect Addresses

  • Incorrect Address: Customers are responsible for entering the correct shipping address. If a package is returned due to an invalid or incomplete address provided by the customer, a reshipment fee will apply.

  • Lost in Transit: If tracking confirms your package is lost in transit, we will issue a free replacement or a full refund immediately.

5. Refunds & Processing Times

Once your return is received and inspected (or your damage claim is approved):

  • Refunds will be processed to your original method of payment within 3 to 5 business days.

  • Credit card companies or banks may take an additional 5 to 10 business days to post the refund to your account.